顧客滿意與服務品質概念於休閒運動產業之分析

An Analysis of Customers' Satisfaction and Service Quality in Leisure and Sports Industries

10.29916/JMPP.200706.0008

蔡熙銘(His-Ming Tsai)；鄭文卿(Wen-Hing Cheng)

顧客滿意 ； 服務品質 ； 休閒運動產業 ； customers' satisfaction ； service quality ； leisure and sports industries

管理實務與理論研究

1卷2期（2007 / 06 / 01）

110 - 122

繁體中文

本研究冀以探討顧客滿意與服務品質的相關概念，並分析在休閒運動產業中之運用價值，期以讓本研究的相關論點或結論，成爲休閒運動產業在經營時能更有效益。本研究採用文獻分析法，將所蒐集之休閒運動產業資料加以整理、歸納並分析，配合服務品質與滿意度的期刊文獻內容作進行研究探討。本研究結論如后：休閒運動產業的未來推展，對全國運動政策的制訂與走向實有相當大的影響；其在經營與管理方面也是重點，如何讓每一位使用者都有滿足休閒運動的慾望與享受高品質的服務，所以顧客導向之理念乃在休閒運動產品與服務品質的提出，完全以顧客的需求爲依歸、準則，推出真正符合最終消費者之需求及利益的產品或服務，如此才以提升國內休閒運動產業的經營理念，共同創造出多贏的局面。

This study expects to discuss the relative concepts of customers' satisfaction and service quality and analyze their values implemented in leisure and sports industries to make it more effective in running these business. Literature review is chosen as the method by collecting, categorizing and analyzing the data with references and journals related to service quality and satisfaction to explore their content for solutions. The future development of leisure and sports industries has great impacts on the policies-making and directions of national sports. Moreover, operation and management of these industries are crucial as well, and how to satisfy every customer's desire to leisure and sports and enjoy high quality service is the priority of the goal. Hence, the ideal of customers' oriented concept is not only to increase the quality of the product of leisure and sports industries and their service but also entirely on the basis of customer's needs to make real products that match their needs and interests eventually. Only under this circumstance can we improve the ideals of operating these businesses in Taiwan and create a multilateral winning situation.

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